|  | |  |  | Certification :: ITIL® Service Manager
Duration :: 12 days
Course Delivery :: Classroom
Credits :: 17 Credits to ITIL Expert
PMI® PDUs: :: 85 | | Language | Course ID | | English | ITL9240CL | | Japanese | ITLJ9240CL |
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| Â | Course Description - |
|  | This intensive course is designed to help IT Service Managers gain a deeper and more practical understanding of ITIL processes, and the key implementation issues – both process oriented and organizational issues. This practical oriented course uses case studies, role plays and presentations to test and improve the participant’s essential managerial skills.
The course is divided into 2x5 days with ideally 2-3 weeks between the first and the second session. After the second session participants come together once more for 2 days to prepare for the exam using the examination case study. This course leads to ITIL Service Managers Certification. |
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| Â | Audience - |
| Â | IT Service Managers, ITIL Process Owners, Practitioners, and ITSM Professionals. |
| Â | Learning Objectives - |
| Â | At the end of this course, you will be able to:
- Analyze IT Service Management processes within an organization
- Design the organizational structure for implementing processes.
- Describe the IT Service Management processes.
- Assess and audit IT Service Management processes.
- Implement change processes.
- Perform proper written (reports, memos, project plans) and verbal communication.
- Identify important management skills required to be a professional IT Service Manager.
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| Â | Course Organization Logistics - |
| Â | - Up to 12 participants to 1 Instructor
- Classroom with a U-shaped seating arrangement
- Minimum two break-out rooms
- Whiteboard, flipchart, and projector
- Conference call that takes place 2 weeks before the start of the class
- ITIL® Foundation Certificate numbers provided before the start of the course
- An intake form completed and submitted by each student before the start of the class
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| Â | Prerequisites - |
|  | - The ITIL® Foundation Certificate
- Excellent spoken and written language skills.
- At least 2 years professional experience as a manager or consultant in the field of IT management
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| Â | Course Student Material - |
| Â | - Copy of visual aids used in the classroom
- Practice Exam, Case Study, Homework and Assignments
- ITSM Handbook
- Required reference material for the class to be made available by the training organizer for students during the classroom training:
- ITIL Service Support (ISBN 0113300158)
- ITIL Service Delivery (ISBN 0113300174)
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| Â | About the Examination - |
| Â | - The exam is a closed book, essay-style set of 2 exams with 5 questions on each exam: Service Support exam and Service Delivery Exam
- The pass score is 50%.
- Each exam lasts 3 hours.
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| Â | Credits - |
| Â | - Upon successful passing of the ITIL v2 Service Manager exams, the student will be recognized with 17 credits in the ITIL qualification scheme.
- Project Management Institute – Professional Development Units (PDUs) = 85
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| Â | Agenda - |
| Â | | Â | Day1 | Day2 | Day3 | Day4 | Day5 | Part 1
Service Support | ITIL Overview Configuration Management | Service Desk Incident Management | Problem Management | Change Management | Release Management | Part 2
Service Delivery | Service Level Management | Financial Management | Availability
Management | Capacity
Management | IT Service Continuity Management | Revision &
Exam Training | Support Processes | Delivery Processes | Â | Â | Â |
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| Â | Ordering Options - |
|  | | Description | Course | | V2 Service Manager Course – Materials printed by ITpreneurs | ITL9240MPI | | V2 Service Manager Course – Materials printed by partners | ITL9240MPP | | V2 Service Manager Course – Service Support + Service Delivery Paper Exam | ITL9240XP | | V2 Service Manager Course – Service Delivery Paper exam | ITL9240SDXP | | V2 Service Manager Course – Service Support Paper exam | ITL9240SSXP | | V2 Service Manager Course – One Instructor | ITL9240I1 | | V2 Service Manager Course – Two Instructors | ITL9240I2 |
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| Â | ITpreneurs Training Material Accreditation Status |
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R.E.P. ® is a registered service and membership mark of Project Management Institute Inc. ,
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